What you will do
You are who Vietdemy learners turn to when they need help: from payment and course activation, through their studies, to receiving their certificate. Shift-based, part-time or full-time, paid by the hour (rate agreed based on skills).
1. Learner support
- Answer learner questions on the website, Vietdemy Zalo OA and Zalo Mini App, email and hotline during your shift.
- Help with sign-in, password resets and using the course player on desktop, mobile and Zalo Mini App.
2. Enrolment and activation
- Resolve payment issues, orders not yet activated and course codes (activation, expiry, wrong course).
- Reconcile orders in CA CRM and work with accounting when needed.
3. Refunds and complaints
- Receive refund requests and complaints and check eligibility against the Refund Policy and Complaint Handling procedure published on the website.
- Escalate for approval and inform learners of the outcome within the timeframe set by the policy.
4. Certificates and learning records
- Help learners receive, verify and share completion certificates; handle correction requests by the procedure.
5. Business clients
- Support company admins on the Vietdemy business portal: assigning course codes, tracking progress, exporting reports.
6. Academic operations and course quality
- Check course quality before and after launch: videos, materials, quizzes and answer keys; log issues and work with instructors to fix them.
- Track live classes and 1:1 sessions, send reminders to learners; compile feedback and FAQs.
Shifts
- Part-time or full-time shifts, booked weekly; the exact schedule (including evenings or weekends, if any) is agreed at interview.
- Work from our Hanoi or Ho Chi Minh City office, or remotely depending on the shift.
Pay and benefits
- Hourly pay for hours actually worked; the rate is agreed based on skills and experience.
- Internal discounts on Clever Academy, Clever Junior and Vietdemy products and services for you and your family.
- Flexible schedule and location, combining office and remote work.
- Onboarding on products, support processes and tools.
Tools
- CA CRM (learners, orders, refund requests), Vietdemy admin, Zalo OA, email, phone.
What we look for
- Clear, polite and accurate writing; patient and respectful with learners.
- Comfortable with computers, smartphones, Zalo and email; quick to learn a CRM and an online learning platform.
- Careful, follows processes and policies; keeps learner data confidential.
- Experience in customer care, teaching assistance, academic administration or running an online learning platform is a plus.
- Good English reading is a plus (many test-prep courses use English materials).
- Students are welcome to apply for part-time shifts.